ZipRecruiter

Log In

1

Call Quality Analyst Jobs (NOW HIRING)

Firstsource

Bilingual Quality Analyst

$20.73/hr

Performs daily quality audits of the call center and/or operations personnel including monitoring ... Strong analytical skills and the ability to see trends and patterns in data * Ability to work both ...

MCI Careers

Quality Analyst Lead

Wichita, KS · Remote

... call center footprint and operations that extend across multiple countries. We deliver Customer ... The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly ...

AB InBev

Quality Analyst- Relief

Jacksonville, FL

$40.52/hr

... we call home and the 65,000 hardworking Americans who bring our beer to life. We are powered by a ... Coordinate quality analyses ensuring accurate results, timely completion, and proper responses and ...

A.O. Smith

Corporate Quality Analyst

Ashland City, TN · Hybrid

  • Medical

  • Dental

  • Life

  • Retirement

The NAWH Quality Engineer plays a key role in ensuring our water heater products meet or exceed ... Service call rates reduced year-over-year. Skills & Competencies * Strong analytical skills with ...

Raytheon Technologies

Quality Analyst (Onsite)

Cypress, CA · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Manage monthly RSVP follow-up call with PWC Tech Pubs Qualifications You Must Have * Bachelor's degree and a minimum of 2 years of experience in a Quality Assurance role (QA Analyst, QA Coordinator ...

AB InBev

Quality Analyst, Relief

Baldwinsville, NY · On-site

$35.12/hr

... we call home and the 65,000 hardworking Americans who bring our beer to life. We are powered by a ... Coordinate quality analyses ensuring accurate results, timely completion, and proper responses and ...

AB InBev

Quality Analyst, Relief

Baldwinsville, NY · On-site

$35.12/hr

... we call home and the 65,000 hardworking Americans who bring our beer to life. We are powered by a ... Coordinate quality analyses ensuring accurate results, timely completion, and proper responses and ...

AB InBev

Quality Analyst- Relief

Jacksonville, FL · On-site

$40.52/hr

... we call home and the 65,000 hardworking Americans who bring our beer to life. We are powered by a ... Coordinate quality analyses ensuring accurate results, timely completion, and proper responses and ...

MCI Careers

Quality Analyst Lead

Wichita, KS · Remote

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

... call center footprint and operations that extend across multiple countries. We deliver Customer ... The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly ...

Raytheon Technologies

Quality Analyst (Onsite)

Cypress, CA · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Manage monthly RSVP follow-up call with PWC Tech Pubs Qualifications You Must Have * Bachelor's degree and a minimum of 2 years of experience in a Quality Assurance role (QA Analyst, QA Coordinator ...

New

MCI Careers

Quality Analyst Lead

Wichita, KS · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

... call center footprint and operations that extend across multiple countries. We deliver Customer ... The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly ...

SmithRx

Member Support Quality Analyst

Lehi, UT · On-site

$54K - $64K/yr

Partner with the Call Center Operations and Training teams to recommend continued education for ... Complete case investigations and root cause analysis projects to address escalations and make ...

SmithRx

Member Support Quality Analyst

Plano, TX

$54K - $64K/yr

Partner with the Call Center Operations and Training teams to recommend continued education for ... Complete case investigations and root cause analysis projects to address escalations and make ...

SmithRx

Member Support Quality Analyst

Lehi, UT · On-site

$54K - $64K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Partner with the Call Center Operations and Training teams to recommend continued education for ... Complete case investigations and root cause analysis projects to address escalations and make ...

MCI Careers

Quality Analyst Lead

Wichita, KS · Remote

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

... call center footprint and operations that extend across multiple countries. We deliver Customer ... The Quality Analyst Lead plays a critical role in elevating service excellence by thoroughly ...

Collabera

QA Analyst

Atlanta, GA

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Quality Analyst Location: Atlanta, GA Duration: 10 month (may extend) Our top direct client is ... Monil Narayan at monil.narayan (at)collabera.com or you can call at 973-929-3861

Validation & Engineering Group, Inc

PR

Provide effective quality controls to referral management, call center, and fulfillment operations ... Evaluate, analyze, and trend quality indicators, data, and performance metrics, and prepare daily ...

previous pagenext page

Showing results 21-40

All JobsCall Quality Analyst Jobs

Call Quality Analyst information

See salary details

$17

$32

$50

How much do call quality analyst jobs pay per hour?

As of Aug 14, 2026, the average hourly pay for call quality analyst in the United States is $32.41, according to ZipRecruiter salary data. Most workers in this role earn between $24.28 and $37.02 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a call quality analyst, and why are they important?

To excel as a Call Quality Analyst, you need strong analytical abilities, attention to detail, and a background in customer service or call center operations, often supported by a relevant degree or experience. Familiarity with quality monitoring tools, call recording software, and CRM systems is typically required. Excellent communication, critical thinking, and problem-solving skills help you provide actionable feedback and foster continuous improvement. These competencies are vital for ensuring high service standards, regulatory compliance, and enhanced customer satisfaction within call center environments.

What is the difference between Call Quality Analyst vs Customer Service Representative?

AspectCall Quality AnalystCustomer Service Representative
Primary RoleEvaluate and improve call quality, ensure compliance, provide feedbackAssist customers, handle inquiries, resolve issues
Required SkillsCommunication, analytical skills, attention to detailCommunication, problem-solving, patience
Work EnvironmentCall centers, quality assurance teamsCustomer service centers, support desks
CertificationsQuality assurance, call monitoring certifications often preferredCustomer service certifications beneficial but not mandatory

The main difference is that Call Quality Analysts focus on monitoring and improving call quality, while Customer Service Representatives directly interact with customers to resolve issues. Both roles require strong communication skills, but their objectives and daily tasks differ significantly.

What is a call quality analyst?

Call Quality Analysts are professionals responsible for monitoring and evaluating customer service calls to ensure compliance with company standards and policies. They assess the performance of call center agents by listening to calls, reviewing recorded conversations, and providing feedback on communication skills, problem-solving abilities, and adherence to protocols. Their goal is to identify areas for improvement, enhance customer satisfaction, and support ongoing training and development within the team.

How does a call quality analyst typically collaborate with call center agents and supervisors to improve service standards?

A Call Quality Analyst works closely with call center agents and supervisors by monitoring calls, providing constructive feedback, and identifying areas for improvement. They regularly conduct calibration sessions, where they align quality expectations and scoring standards with supervisors to ensure consistency. Analysts also facilitate coaching sessions with agents, helping them understand best practices and compliance requirements. This collaborative approach fosters a culture of continuous improvement and ensures that customer service standards are consistently met or exceeded.
More about Call Quality Analyst jobs

What cities are hiring for Call Quality Analyst jobs?

Cities with the most Call Quality Analyst job openings:

What states have the most Call Quality Analyst jobs?

States with the most job openings for Call Quality Analyst jobs include:

What job categories do people searching Call Quality Analyst jobs look for?

The top searched job categories for Call Quality Analyst jobs are:

Call Quality Analyst jobs near you
Infographic showing various Call Quality Analyst job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 14% Part Time, 4% Contract, and 1% Nights. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $67,422 per year, or $32.4 per hour.

Bilingual Quality Analyst

Firstsource

Remote

$20.73/hr

Full-time

Posted 24 days ago

Firstsource rating

6.7

Company rating: 6.7 out of 10

Based on 56 frontline employees who took The Breakroom Quiz

25th of 71 rated call and contact centers

Job description

Location: Remote
Pay Rate: $20.73/hr. bilingual
Job Type: Full-time Temporary
Schedule: 40 hour work week scheduled between Monday-Friday 7am-8pm CST, Saturday 8am-3pm CST & Sunday 10 AM-3 PM Central
Position Overview
Conducts full scope of activities required to deliver new employee orientation and on-going training for call center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors.
Key Responsibilities
  • Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.
  • Conducts audits of the production activities of assigned group, e.g., proof payment claims, credit returns, debit returns, rejects, etc.
  • Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required.
  • Monitors audit schedule to ensure compliance to the quality audit plan.
  • Recommend policy and procedure changes or quality audit plan updates based on quality monitoring trends.
  • Assists in the evaluation of quality audit disputes.
  • Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.
  • Consults with senior peers and/or management on non-complex projects to learn through experience.
  • Other related duties assigned as needed.

Required Qualifications
  • High school diploma or equivalent
  • Fluent in both English and Spanish (verbal and written communication)
  • Previous call center experience required
  • Knowledge of quality concepts, terminology, and objectives
  • Knowledge of MS Office, e.g., Word, Excel and Access required
  • Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
  • Proficiency in the online tools required for the position being audited
  • Excellent verbal and written communication skills
  • Excellent customer service, problem solving, organizational, and multi-tasking skills
  • Strong analytical skills and the ability to see trends and patterns in data
  • Ability to work both independently and in a team environment

Preferred Qualifications
  • Previous experience in banking, financial services, or customer support environments.

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.
It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.

What Firstsource employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply